Managing service innovation: firm-level dynamic capabilities and policy options

Thesis

Cover

Title of pages

Contents

Chapter 1: Setting the scene: introducing the topic of service innovation and its management

Chapter 2: Defining service innovation: the 4D-model and five innovation patterns

Chapter 3: Measuring innovation in a ‘low tech’ service industry: the case of the Dutch hospitality industry

Chapter 4: The organisation of innovation in services: evidence from 20 European firms

Chapter 5: Randstad’s business model of innovation: results from an exploratory study in the temporary staffing industry

Chapter 6: Dynamic capabilities for managing service innovation

Chapter 7: Is there a rationale for service innovation policies? A menu-approach

Chapter 8: A systemic approach: Knowledge Intensive Business Services as co-producers of innovation

Chapter 9: Main conclusions and future implications

Annex 1: Industry classification on the basis of the service innovation patterns

Annex 2: Interview guide case studies chapter 4

Annex 3: Introduction to the the Resource Based View and Dynamic Capabilities View of the firm for non-specialist readers

References

Summary

Samenvatting (Summary in Dutch)

Acknowledgements (Dankwoord)

Curriculum vitae